Senior Product Support Engineer

Zscaler; United States; Remote; USD 109,000 - 152,000; Full time

Job summary

Zscaler, a leading cloud security company, is seeking a Senior Product Support Engineer for a remote role reporting to the Manager, Product Support. You will deliver high‑impact support to enterprise customers, utilizing data and research to resolve complex security and network issues.

In this role you will collaborate with Engineering and Operations to test, troubleshoot, and reproduce problems, develop training for the team, and influence product decisions through customer insights.

Qualifications

• Demonstrated curiosity and active exploration of AI tools and new tech to improve workflows.
• 5+ years of experience troubleshooting SSL, SAML, HTTP, and TCP/IP in enterprise environments.
• Proven experience managing escalations with enterprise customers and stakeholders.

Responsibilities

• Provide second line consultation to independently debug complex security and network problems (SSL, SAML, HTTP, TCP/IP).
• Partner with Engineering to assist customers with testing, troubleshooting, and reproducing issues to verify problems.
• Document incident resolutions in technical databases and provide feedback to Engineering and Operations teams.
• Develop department training programs and mentor engineers on advanced troubleshooting and case management skills.
• Analyze customer use-cases to provide strategic input on product and code changes.

Skills

AI tools exploration

SSL/TLS troubleshooting

SAML/HTTP/TCP-IP debugging

Escalation management

Enterprise customer support

Web security

Tools

NGFW

SSL/IPSec VPNs

SD-WAN

HAR traces

Job description

About Zscaler

Zscaler accelerates digital transformation to ensure our customers can be more agile, efficient, resilient, and secure. As an AI-forward enterprise , we are constantly pushing the envelope, leveraging the world’s largest security data lake to power our cloud-native Zero Trust Exchange platform. This innovation protects our customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location.

Here, impact in your role matters more than title and trust is built on results. We say, impact over activity. We seek innovators who actively use AI to amplify their impact and who thrive in an environment where we leverage intelligent systems to stay ahead of evolving threats. We believe in transparency and value constructive, honest debate —we’re focused on getting to the best ideas, faster. We build high-performing teams that can make an impact quickly and with high quality. To do this, we are building a culture of execution centered on customer obsession , collaboration, ownership, and accountability.

We value high-impact, high-accountability with a sense of urgency where you’re enabled to do your best work and embrace your potential. If you’re driven by purpose, thrive on solving complex challenges, and want to be part of the team that’s helping to secure the AI age, we invite you to bring your talents to Zscaler and help shape the future of cybersecurity.

Role

We are looking for a Senior Product Support Engineer to join our team. This is a Remote role reporting to the Manager, Product Support. As part of our global Customer Success Organization, you will be dedicated to delivering high-impact experiences and identifying innovative solutions for our customers. You will leverage data and research to provide expert, hands‑on support, ensuring clients achieve their goals and utilize our technology to its fullest potential.

What you’ll do (Role Expectations)

• Provide second line consultation to independently debug complex security and network problems
• Partner with Engineering to assist customers with testing, troubleshooting, and reproducing issues to verify problems
• Document incident resolutions in technical databases and provide direct feedback to Engineering and Operations teams
• Develop department training programs and mentor engineers on advanced troubleshooting and case management skills
• Analyze customer use-cases to provide strategic input on product and code changes throughout the development cycle

Who You Are (Success Profile)

• You thrive in ambiguity. You’re comfortable building the path as you walk it and thrive in a dynamic environment, seeing ambiguity not as a hindrance, but as raw material to build something meaningful.
• You own objectives. Your passion for the mission fuels your bias for action, operating with integrity and navigating seamlessly between high-level strategy and hands‑on execution.
• You are a problem-solver. You seek out challenges because you are energized by finding solutions, knowing that solving the hard problems delivers the biggest impact.
• You are a high-trust collaborator. You are ambitious for the team and embrace our challenge culture by giving and receiving ongoing feedback with clarity and respect.
• You are a learner. You have a true growth mindset and never stop developing yourself, actively seeking feedback to become a better partner and a stronger teammate.

What We’re Looking for (Minimum Qualifications)

• Demonstrated curiosity and active exploration of AI tools, with a proven history of integrating new technologies to enhance daily workflows and augment problem-solving
• U.S. citizenship is required for this position due to the nature of the customers assigned to this role
• 5+ years of experience troubleshooting SSL, SAML, HTTP, and TCP/IP
• Proven experience managing escalations with enterprise customers and stakeholders
• Detailed working knowledge of web-based security and network infrastructure, including NGFW, SSL/IPSec VPNs, and SD-WAN
• Extensive experience analyzing packet captures and HAR traces to resolve connectivity and network performance issues

What Will Make You Stand Out (Preferred Qualifications)

• Background in Internet and Security technologies such as SWG, Sandboxing, PAC files, and SCIM
• Relevant vendor certifications such as CCNP or CompTIA Security+
• Hands‑on experience with public cloud environments including AWS, Azure, or GCP

Zscaler’s salary ranges are benchmarked and are determined by role and level. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations and could be higher or lower based on a multitude of factors, including job‑related skills, experience, and relevant education or training.

The base salary range listed for this full‑time position excludes commission/ bonus/ equity (if applicable) + benefits.

Base Pay Range

$108,500—$155,000 USD

At Zscaler, we are committed to building a team that reflects the communities we serve and the customers we work with. We foster an inclusive environment that values all backgrounds and perspectives, emphasizing collaboration and belonging. Join us in our mission to make doing business seamless and secure.

Our Benefits program is one of the most important ways we support our employees. Zscaler proudly offers comprehensive and inclusive benefits to meet the diverse needs of our employees and their families throughout their life stages, including:

• Various health plans
• Time off plans for vacation and sick time
• Parental leave options
• Retirement options
• Education reimbursement
• In-office perks, and more!

Learn more about Zscaler’s hybrid working model and benefits here.

By applying for this role, you adhere to applicable laws, regulations, and Zscaler policies, including those related to security and privacy standards and guidelines.

Zscaler is committed to providing equal employment opportunities to all individuals. We strive to create a workplace where employees are treated with respect and have the chance to succeed. All qualified applicants will be considered for employment without regard to race, color, religion, sex (including pregnancy or related medical conditions), age, national origin, sexual orientation, gender identity or expression, genetic information, disability status, protected veteran status, or any other characteristic protected by federal, state, or local laws. See more information by clicking on the Know Your Rights: Workplace Discrimination is Illegal link.

Pay Transparency

Zscaler complies with all applicable federal, state, and local pay transparency rules.

Zscaler is committed to providing reasonable support (called accommodations or adjustments) in our recruiting processes for candidates who are differently abled, have long term conditions, mental health conditions or sincerely held religious beliefs, or who are neurodivergent or require pregnancy-related support.